IC-34 Key Notes

Chapter 1
Introduction to Insurance
Intro: This chapter presents how insurance helps in times of unexpected eventualities and how insurance is
an important tool of transfer in risk management
Evolution of insurance
Modern commercial insurance
The earliest kind of risks to be Marine insurance was the The origins of insurance
addressed through the concept of forerunner to other kinds of business as practiced today, is
insurance was losses due to insurance traced to the Lloyds Coffee
misadventures at sea House in London
History of insurance in India
The first life insurance company

The Oriental Life insurance Co. Ltd.
The first non-life insurer
The Triton Insurance Co. Ltd.
The first Indian insurance company

The Bombay Mutual Assurance Society Ltd., formed in 1870 in Mumbai
IC-34 General Insurance

Chapter 1
Nationalisation of non-life Malhotra Committee and IRDA

Nationalisation of life insurance
insurance
With the enactment of The passing of the

General Insurance Insurance Regulatory &
Business Nationalisation Development Act, 1999
Act (GIBNA) in 1972, the (IRDA) led to the
On 1st September 1956 non-life insurance formation of Insurance
the Life Insurance business was also Regulatory and
Corporation of India (LIC) nationalised and the Development Authority
was formed General Insurance (IRDA) in April 2000 as a
Corporation of India statutory regulatory body
(GIC) and its four both for life and non-life
subsidiaries were set up insurance industry
Chapter 1
Working of insurance
sharing of the losses of a few who are unfortunate to suffer such losses, amongst
Insurance those exposed to similar uncertain events / situations
An asset
An asset may lose its value
Pooling principle
Compensation
Insurer
Insurance contract
Chapter 1
Different approaches to risk management
Risk avoidance Risk retention Risk reduction and control Risk financing
One tries to Risk

Controlling manage the Loss prevention measures: retention
risk by impact of risk measures to reduce chance through
avoiding a and decide of occurrence self
loss to bear the financing
situation risk and its
effects
Loss reduction measures:

Known as measures to reduce degree Risk
Negative self of loss (education and transfer
way to insurance training, environmental
handle risk changes, changes to
dangerous or hazardous
operations, separation)
Chapter 1
Cost of risk
increase in direct
The cost of risk proportion probability and
with both amount of loss
Considerations of the cost of risk
Dont risk a lot for a little

Chapter 1
Role of insurance in economic development
Pooling of Resources Increased Creditworthiness
Policyholder Benefit Role of Sharing of Risk Expertise

Insurance in
Economic
Development
Capital Protection Foreign Exchange
Widespread Industry
Removal of Anxiety
Association
Chapter 2
Principles of Insurance
Intro: The chapter deals with the elements of insurance and the special features of an insurance contract.
Elements of insurance
anything that confers some benefit and has an

Asset economic value to its owner
the chance of a loss

Risk
the event, whose occurrence actually leads to the loss,
is known as a peril
Elements of the
insurance process
Risk pooling mathematical principle that makes insurance possible
involves a contractual agreement in which the insurer

agrees to provide financial protection against specified
Insurance contract risks for a price or consideration known as the
premium

Chapter 2
Critical or Catastrophic
Extent of Damage Likely to
be Suffered Major
Marginal /Insignificant
Static risks
Basis of Risk
Nature of Risk
Environment
Dynamic Risks
Fundamental Risks
Classification
Who is Affected Particular Risks
Speculative risk
Result / Consequence /
Outcome Pure Risk
Speculative risk : a situation in which the Pure risk: situations in which the outcomes can result
consequence can be either a profit or a loss only in loss or no loss, but never in gain
Insurance only applies in case of pure risks, where it protects against loss that may arise. Speculative risks
cannot be insured
Chapter 2
The condition or conditions which increase And thus impact(s)

Hazard the probability of a loss or its severity
the risk
a physical condition that increases the chance of

Physical hazard loss
Moral hazard dishonesty or character defects in an individual

Types of hazards that influence the frequency or severity of the
loss
arises when certain features of the legal system

Legal hazard or regulatory environment can increase the
incidence or severity of losses
The insurer is able to assume risk and its financial impact
by pooling number of risks of all the insured similarly placed and exposed to possibility
of loss due to a peril
Chapter 2
A sufficiently large number of homogenous [similar] exposure units
Loss produced by the risk must be definite and measurable
Loss must be fortuitous or accidental

Conditions for
insuring risk
Sharing of losses of the few by many
Economic feasibility
Public policy
Chapter 2
Insurance contract legal aspects
Offer and
acceptance
Legality Consideration
Elements of a
valid contract
Agreement
Capacity of
the parties between the
parties
Chapter 2
Insurance contract special features

Indemnity: the policyholder, who suffers a loss, is compensated so as to put him or her in the same
financial position as he or she was before the occurrence of the loss event
Subrogation Contribution
The transfer of all rights and Applicable to only non-life Implies that one cannot gain
remedies, with respect to the insurance more from insurance than one
subject matter of insurance, from has lost through the peril
the insured to the insurer
Uberrima Fides or Utmost Good Faith
Material information is that information which enables the insurers to decide:
Whether they will accept the risk

If so, at what rate of premium and subject to what terms and conditions
Chapter 2
Insurable interest
an essential ingredient of every insurance contract
considered as the legal pre-requisite for insurance
Proximate cause
the active and efficient cause that sets in motion a

a key principle of insurance and is concerned with
how the loss or damage actually occurred and chain of events which brings about a result, without
whether it is indeed as a result of an insured peril the intervention of any force started and working
actively from a new and independent source
Chapter 2
Chapter 3
Marketing and Selling Insurance
Intro: This chapter provides an understanding of the selling profession and the concept of marketing and its
various activities.
Significance of selling
Sale Insurance agents
sales persons who seek to get

the act of giving a product or service in members of the community to buy
return for money insurance products in exchange for a
premium
sell a variety of insurance and financial

products that most appropriately meet
the needs of their clients
receive remuneration in the form of an

agency commission
Chapter 3
Marketing vs. selling
means by which the insurance company seeks to identify, serve, satisfy, and retain or keep the customer.
end purpose and focus of marketing activities is
customer
Marketing activities
Understanding and segmenting customers
Targeting and positioning Implementing the marketing plan
Traditional Selling Marketing
Spotlight is on products & services rather than Spotlight on finding the gap between customers the custome
them today
A firm using a sales orientation focuses primarily A firm with a marketing orientation tries to create on someho
Selling is essentially a strategy of push Marketing is a strategy of pull

Chapter 3
Sales process steps

Prospecting
process of gathering
The Pre-Interview Approach names of people whom
we can approach and
The Sales Interview - Conducting a Need Gap secure a sales
Analysis
interview with
Determining the appropriate solutions for the
prospect
Sales An important issue that arises
process Presenting the solution when matching the product to
customer needs: the dilemma
Closing the sale Sales faced when the customer wants
a complete and comprehensive
follow-through coverage for all kinds of assets
against all kinds of perils but is
Commitment to service not willing to pay the price.
In such cases, there is a need for
establishing a trade off between
the benefit and the premium and
Negotiation is the art of finding a third alternative getting the customer to agree to
or the shade of grey between black and white the same
Chapter 3
Selling non-life insurance
Need for non-life insurance products

Insurable interest: people insure their assets or properties against unfortunate incidents
caused by perils, which they think may damage the longevity or value of their assets or
property
Customers covered
Individuals
Business owners
Cross selling
Cross selling opportunities are major sources for generating sales
In case of retail selling to individuals one must

Look for approach Look for another Consider Look for Look for
the customer approach would be when risk of how health overseas
Look at comes up at the purchase of an asset is profession insurance travel
the asset time of renewal financed through a loan al liability can help policies
people

Chapter 3
Insurance market development parameters
It is the absolute size of industry in terms of premiums

This measure tells us what is the amount of resources expended towards securing
First insurance cover
parameter
It is know as insurance penetration

It is given by the ratio of total premiums to Gross Domestic Product [or premium / GDP].
Second Penetration is a measure of the economic significance of insurance.
parameter It tells us what portion of an economys income it spend on insurance.
It is of market development is know as density.

It is measured by premium per head of population and is arrived at by dividing the total
amount of premiums in a country for given market by its population.
Third
parameter Density is a measure of the reach and spread of insurance in a given population
Chapter 3
Chapter 4
Legal and Regulatory Aspects of Insurance Agency
Intro: This chapter provides you with an understanding of the legal status of an insurance agent; the various
rules and regulations applicable to agents in general; and to insurance agents in particular.
Importance of insurance regulations
Prime purpose of insurance regulation
to protect the policyholder
Regulations made by IRDA

to ensure that insurance companies should exist as financially sound organisations to honour the
contracts that they have entered into.
IRDA
regulates companies from their registration monitors all major activities of insurance companies
onwards like investments, accounting etc.
Chapter 4
Insurance regulatory framework - India
The Insurance Act, 1938
was the basic insurance legislation of the country, governing insurance business in India
has provisions for monitoring and control of operations of insurance companies
Insurance Regulatory and Development Authority (IRDA)

established in 2000 as an independent authority to regulate and develop the insurance
industry by an act of Parliament
namely Insurance Regulatory & Development Authority Act, 1999
Other Acts / Regulations linked to insurance
The Workmen's Compensation Act, 1923 Export Credit Guarantee Corporation Act, 1964 [amended and re
Employees State Insurance Act, 1948 General Insurance Business (Nationalisation)
Life Insurance Corporation Act, 1956 Amendment Act, 2002
Deposit Insurance and Credit Guarantee Motor Vehicles Act, 1988
Corporation Act, 1961 Public Liability Insurance Act, 1991
Marine Insurance Act, 1963

Chapter 4
Regulations applicable to Insurance Agents

An has to be receives or agrees to receive including business
insurance licensed under payment by way of commission relating to the
agent Section 42. or other remuneration in continuance, renewal
consideration of her soliciting or or revival of policies
procuring insurance business of insurance
Insurance
Act 1938 an individual
An representing an
individual insurance while a corporate agent is other
agent company than an individual, representing
an insurance company
No agent or corporate agent of life and / shall offer her services to more than one
or non-life insurance company standalone health insurance company
In all such cases those agents shall

A situation could arise wherein a corporate achieve in full, the minimum business
agent works for three non-life insurers. requirements laid down by their
respective parent insurance companies
Chapter 4
insurance firm's who are at a but conceal/ falsify
Adverse acceptance of greater than information about
Selection (Anti- applicants normal risk (or their actual
selection) uninsurable) condition or
situation
Rules governing licensing of insurance agents
Practical training Agents licence application
The first time applicant for agency licence For any renewal of licence, the agent
shall have completed from an IRDA approved needs to undergo additional 25 hours of
institution, at least, fifty hours practical training in life or general as the case may
training be from an approved institution
The first time applicant seeking licence to act The Authority may issue a duplicate licence
as a composite insurance agent shall have to replace a licence lost, destroyed, or
completed from an IRDA approved institution, mutilated on payment of fee of rupees fifty
at least, seventy five hours practical training
in life and general insurance business

Chapter 4
Rules governing licensing of insurance agents

Qualifications of the applicant
minimum qualification of a pass in 12th standard or equivalent examination conducted by any recognised
Board/ Institution, where the applicant resides in a place with a population of five thousand or more as
per the last census
a pass in 10th standard or equivalent examination from a recognised Board / Institution if the
applicant
resides in any other place
Disqualifications of the applicant
Minor age
Unsound mind
Found guilty of criminal misappropriation or criminal breach of trust / cheating / forgery / abetment of /
attempt to commit any such offence, by a court of competent jurisdiction
Found guilty of knowingly participating in or connived at any fraud, dishonesty or misrepresentation against
an insurer or an insured
In the case of an individual: does not possess the requisite qualifications and practical training for
a period not exceeding twelve months
In the case of a company or firm, if a director/ partner/ the chief executive officers/ other designated
employees: does not possess the requisite qualifications and practical training and have not passed the
prescribed examination
violates the code of conduct as specified by the regulations made by the IRDA
Chapter 4
Section 41 of the Insurance Act, 1938
in respect of nor shall any

any kind of person taking
risk relating to out or
lives or renewing or
as an property in continuing a
inducement to India, any policy accept
No person any person to rebate of the any rebate,
shall allow or take or renew whole or part except such
offer to allow, or continue an of the rebate as may
either directly insurance commission be allowed in
or indirectly, payable or accordance
any rebate of with the
the premium
shown on the published
policy, prospectuses
or tables of
the insurer
Chapter 4
Insurance intermediaries and their roles
Insurance
intermediaries
Corporate Insurance Third Party

Agents Surveyors
Brokers Administrations
Chapter 4
Indian Contract Act, 1972: Principal Agent relationship
an agreement whereby one party, to pay the other party, upon the occurrence
A contract called the insurer, undertakes, in namely, the insured, a of a specified event
of return for an agreed consideration, sum of money or its resulting in loss to her
insurance called the premium equivalent in kind / him
Caveat emptor / buyer the buyer is expected to and seller is not liable for
be aware / Buyer be careful while any defects in goods sold
Beware purchasing the goods by her / him
Agent Principal
a person employed to do any act for the person for whom such act is done, or
another, or to represent another in dealing who is so represented
with third persons.
Chapter 4
An agency is terminated
by the principal revoking her / his authority,
or by the agent renouncing the business of the agency;
or by the business of the agency being completed;
or by either the principal or agent dying
or becoming of unsound mind;
Termination of
agency Section 201 or by the principal being adjudicated an insolvent
under the provisions of any Act for the time being in force for the relief of insolvent
debtors
An agent is bound to conduct the business of her / his principal

according to the directions given by the principal,
or in the absence of any such directions according to the customs which
Agent's duty in prevails in doing business of the same kind
conducting at the place where the agent conducts such business
principal's business
Section 211
Chapter 4
Right of principal when agent deals, on her / his Agent not entitled to remuneration for
own account, in business of agency without business misconduct Section 220
principal's consent Section 215
An agent, who is guilty of
If an agent deals on her / his own account in misconduct in the business of the
the business of the agency, agency,
without first obtaining the consent of her /

his principal and acquainting her / his with is not entitled to any remuneration
all material circumstances
in respect of that part of the
which have come to her / his own business which she / he has
knowledge on the subject, misconduct
the principal may repudiate the transaction,

if the case shows,
either that any material fact has been

dishonestly concealed from her / his by the
agent,
or that the dealings of the agent have been

disadvantageous to her / him
Chapter 5
Documentation
Intro: This chapter discusses the various documents and their importance in an insurance contract. It also
gives an insight to the exact nature of each form, how to fill it and the reasons for calling specific information.
Proposal forms
who she / he is,

first stage of documentation
what kind of insurance she /
he needs,
Proposal forms
through which the insured informs

details of what she / he
wants to insure, and
contains information which are useful for the
insurance company to accept the risk offered
for insurance
for what period of time
the principle of utmost good faith and the duty

of disclosure of material information begin
with the proposal form for insurance
Chapter 5
Documentation
Declaration in the proposal form

serves the main number & nature of
at the end of the ensures that the insured has filled principle of utmost questions in a
proposal form to up the form accurately and good faith on the part proposal form vary
be signed by the understood the facts given therein, of the insured according to the
insurer class of insurance
concerned
so that at the time of a claim there is no

scope for disagreements, on account of
misrepresentation of facts
Elements of a proposal
Proposers
name in full
The intermediary has a responsibility towards both parties i.e. insured and insurer

Chapter 5
Documentation
Acceptance of the proposal (underwriting)
Underwriting
process of scrutinizing the proposal and

deciding about acceptance
As per guidelines, an
insurance company has to
process an insurance
proposal within 15 days
Chapter 5
Documentation
Premium receipt
As per Insurance Act, Section 64 VB of the Insurance Act-1938
provides that no insurer shall assume any risk

unless & until the premium is received in
premium is to be paid in advance, before the advance or is guaranteed to be paid or a
inception date of the insurance contract deposit is made in advance in the prescribed
manner
Cash
Any recognised banking negotiable instrument (cheques,
demand drafts, pay order, bankers cheques drawn on any
schedule bank in India);
Postal money order;
Credit or debit cards;
Methods of
payment of Bank guarantee or cash deposit;
premium
Internet;
E-transfer
Direct credits via standing instruction of proposer or the
policyholder or the life insured through bank transfers;
Any other method or payment as may be approved by the
Authority from time to time;

Chapter 5
Documentation
Cover Notes / Certificate of Insurance / Policy Document
A cover note would incorporate the following:
Name and address of insured

Sum insured
Period of insurance
Risk covered
Rate and premium: if rate is not known, the provisional premium
Description of the risk covered: for example a fire cover note would indicate
identification particulars of the building, its construction and occupancy.
Serial number of the cover note
Date of issue
Validity of cover note is usually for a period of a fortnight and rarely up to 60 days
Cover notes are used predominantly in marine and motor classes of business.
Certificate of Insurance Motor Insurance
Provides existence of insurance Issued in addition to the policy, as Provides evidence of insurance
in cases where proof may be required by the Motor Vehicles Act to the Police and Registration
required Authorities
Chapter 5
Documentation
Policy document: formal document which provides an evidence

of the contract of insurance. It contains
Name(s) and address/es of the insured and any other person having insurable interest
Full description of the property or interest insured;
Location/s of the property or interest insured under the policy, with respective insured
values;
Period of insurance; Sums insured; Perils covered and exclusions ; Any excess /
deductible applicable;
Premium payable and for provisional premiums subject to adjustment, the basis
of adjustment of premium ;
Policy terms, conditions and warranties;
Action to be taken by the insured upon occurrence of a contingency likely to give rise to a
claim under the policy;
Obligations of the insured in relation to the subject-matter of insurance upon occurrence of
an event giving rise to a claim and the rights of the insurer in the circumstances;
Any special conditions ;
Provision for cancellation of the policy on grounds of misrepresentation, fraud, non-
disclosure of material facts or non-cooperation of the insured;
Address of the insurer to which all communications in respect of the policy should be sent;
Details of the riders if any;
Details of grievance redressal mechanism and address of ombudsman
Chapter 5
Documentation
Warranties
Warranty
a condition expressly stated in the policy which has to be literally complied with for validity
not a separate document
part of both cover notes and policy document

Chapter 5
Documentation
Endorsements
If certain terms and conditions of the policy need to be modified at the time of issuance, it is done by setting
out the amendments / changes through a document called endorsement
Endorsements normally required under a policy related to:
Change of Extension of Change in

insurable insurance to risk, e.g. Transfer of
interest by cover Change in
change of property to Cancellation name or
Variations way of sale, additional construction, another
/changes in of insurance address etc.
mortgage, perils / or occupancy location
sum insured etc. extension of
policy period of the
building in fire
insurance
Chapter 5
Documentation
Interpretation of policies
The most important rule of construction
the intention of the parties must prevail and this intention is to be looked for in the policy itself
The principal rule of construction
the intention of the parties of the contract must prevail, that intention must be gathered from the policy
document itself and the proposal form, clauses, endorsements, warranties etc. attached to it and forming
a part of the contract

Chapter 5
Documentation
Renewal notice
Most of the non-life insurance policies are insured on annual basis
insurers issue a inviting renewal of the

As a matter of renewal notice in policy
courtesy and healthy advance of the date of
business practice expiry
Chapter 6
Theory and Practice of Premium Rating
Intro: This chapter presents the basics of underwriting and rate making; the different methods of dealing
with hazards in the process of rating of risks and how to decide the Sum Insured for various types of
insurance policies.
Underwriting basics
Is a factor on which the amount of
premium to be paid by each depends
The probability of loss due to a loss
A rate event (caused by an insured peril)
Is determined by two factors
The estimated amount of loss that
may arise due to the loss event
The whole mechanism of insurance The process of

classifying risks and
involves pooling of a large number of statistically similar risks deciding into which
category they fall is
important for rate
so that the law of large numbers would operate making
and the probability of number of losses (frequency) as well as

the extent of loss (severity) becomes predictable
Chapter 6
the process of at what rate, terms and
determining whether a and if so, conditions the insurance
Underwriting risk offered for cover will be accepted
insurance is
acceptable,
Steps involved in underwriting process

Assessment and Formulation of policy
evaluation of hazard coverage and terms Fixing of rates of
and risk in terms of and conditions premium
frequency and severity
of loss
The need for careful underwriting and risk classification in insurance arises from the simple fact that
not all risks are equal
The purpose of underwriting is to classify risks so that, depending on their characteristics and degree
of risk posed, an appropriate rate of premium may be levied
Main features of underwriting

To identify risk based upon the To determine the level of risk To ensure that the insurance business
characteristics presented by the proposer is conducted on sound lines
Chapter 6
Ratemaking basics
Rate Ratemaking
The process of calculating a price to cover the

The price of a given unit of future cost of insurance claims and expenses,
insurance including a margin for profit
Basic objective is to ensure that price of insurance

Not the same as premium:
Premium = (Sum Insured) x (rate) should be adequate & reasonable, both from the
point of view of the insurer & the insured
The pure rate of premium is Therefore, statistical data regarding

Rate determination: arrived at on the basis of past past losses is most essential for
loss experience. purposes of calculating rates
The pure premium is suitably loaded or increased by adding percentages to provide for
expenses, reserves and profits
Chapter 6
Loss
payments
Margin for Loss

profits expenses
Components
of the final
rate of
premium
Margin for Agency

reserves for commission
unexpected
heavy losses
Expenses of
management
Chapter 6
Rating factors
Proposal form or
underwriting
presentation
Sources of Risk surveys

information for
underwriting
Historic claims For some classes of business, such as personal & motor
experience data lines, underwriters often utilise historic claims experience
data to provide an indication of the likely future claims
experience, and to arrive at a suitable premium
Conditions or features or
characteristics which create
or increase the chance of fire, marine, motor, burglary,
loss arising from a given peril Physical
Hazards hazard personal accident, health
insurance
Can be classified into
dishonesty, carelessness,
Moral hazard industrial relations, wrong claims
can be reduced using the mechanisms of co-
payment, deductible, sub-limits & offering
incentives like no-claim bonus in health insurance
Chapter 6
Short period scale
Loading of
premium Normally, premium rates are quoted for a
period of twelve months
Applying If a policy is taken for a shorter period, the
warranties premium is charged according to a special
on the scale
Declinature
of cover policy
Need for short period scales
Methods used by Expenses involved in the issue of the
underwriters to deal policy whether for a 12 months period or a
with physical hazards shorter period, are almost the same
Involve more frequent renewals; if a
Applying proportionate premium is allowed, there
Restricting certain would be a tendency on the part of the
the cover clauses insured to go on taking short period
granted policies and thereby, in effect, pay
premiums in instalments
Imposition Applicable when annual insurance is
of excess/ cancelled by the insured
deductibles Preferred when insurance are seasonal in
character and the risk is greater during
that season
Chapter 6
Sum insured
Sum insured
the maximum amount that an An insured has to be very careful in

insurance company will choosing the limit of indemnity, for that
indemnify as per policy is the maximum amount that would be
condition. reimbursed at the time of claim.
always fixed by the insured

and is the limit of liability
under the policy
an amount on which rate is

applied to arrive at the
premium under the policy
Chapter 6
Deciding sum insured
Personal accident insurance
Health insurance
Motor insurance
Fire insurance
Stocks insurance
Marine cargo insurance
Liability insurance

Chapter 7
Personal and Retail Insurance
Intro: The chapter discusses common insurance products such as personal accident, health, travel, home
and shop keepers insurance that are bought by retail customers.
Personal accident insurance

caused by but does not
usually denotes external, violent which include mental,
a sudden, and visible results in nervous or
unforeseen and means (but does physical emotional
Accident an unexpected not include any bodily injury disorders,
event illness or depression or
disease), anxiety
Generally Personal Accident

(P.A.) policies cover
Permanent total disability (PTD): Permanent partial Temporary total disability

totally disabled for lifetime viz disability (PPD): (TTD): totally disabled for
Death paralysis of all four limbs, partially disable for temporary period of time;
arising out comatose condition, loss of both lifetime e.g. loss of here, it is intended to cover
of accident eyes/both hands/both limbs or one fingers, toes, the loss of income during the
hand and one eye and one leg or phalanges etc. disability period
one hand and one leg
Chapter 7
Depends Age, number of family Occupation may be classified
Premium on various members and as risk levels 1, 2 or 3 by the
calculation factors occupation of the insurers depending on hazard
insured involved
Group Personal Accident Policy
issued to large groups that are already in existence for a common purpose, which is
other than insurance
the insured is usually an entity like an employer, a bank, a society or the like
insured persons would be employees, deposit holders, registered members etc.

Chapter 7
Health insurance
Health insurance: a contract between the insurer and the insured wherein insurer agrees to pay
hospitalisation expenses to the extent of an agreed sum assured in the event of any medical treatment
arising out of an illness or an injury
Expenses covered usually include
Doctors Operation Expenses

Cost of Boarding Nursing fees Diagnostic theatre related to
room / expenses expenses tests charges surgical
bed appliances &
the like
Standalone health insurance companies
IRDA lowered the capital requirements for opening standalone health companies, so that more health
insurance companies can be established
These companies brought in a lot of specialised expertise and research into the country
These companies got involved in special schemes of the Government for covering rural masses
Chapter 7
any person who is licensed under the IRDA (Third Party Administrators - Health
Services) Regulations, 2001 by the Authority, and
is engaged, for a fee or remuneration by an insurance company, for the purposes
Third Party of providing health services
Administrators
(TPA)
the right accorded to transfer the credit gained for pre-existing conditions and time
bound exclusions, from one insurer to another insurer or from one plan to another
plan of the same insurer, provided the previous policy has been maintained
without any break.
Portability moving between policies of the same company itself has been
excluded
Chapter 7
Health insurance policies in India normally provide a comprehensive health cover, covering nearly all
illnesses and injuries requiring minimum 24 hours of hospitalization
There are certain waiting periods (usually 48 months) with regard to pre-existing diseases (PEDs), some
specific illnesses like cataract, some procedures like hysterectomy etc., for a defined period which
usually range from one year to four years
Family Floater Policy is another version of a health insurance policy.

Here, the sum insured floats among the family members.
Family floaters usually cover husband, wife and two children
In order to promote health insurance, the Government gives certain tax incentives
to policyholders
An important incentive is that the premium paid for health insurance policy qualifies
for tax benefit under section 80D of Income Tax Act
Cashless facility: A facility extended by the insurer to the insured where the payments, of the costs of
treatment undergone by the insured in accordance with the policy terms and conditions, are directly made
to the network provider by the insurer to the extent pre-authorization approved
Chapter 7
As per IRDA Regulations issued in February 2013, all health insurance policies are required to have
the below features / benefits
30 days grace
Free look period period
Period of 15 days During this period, the In case she decides not to allowed beyond the
from the date the customer can decide continue with it, the premium, expiry date of the
documents are whether or not to after making some policy, for renewal
received by the continue with the deductions for expenses,
customer. policy may be refunded in full
Chapter 7
Overseas travel insurance

General insurance companies offer a Accidental death / disability,
variety of plans under travel
insurance policies envisaging all Emergency hospitalisation,
kinds of exigencies one is likely to
face whilst travelling overseas
The premium rates are based on Repatriation,
type / plan of cover, age, duration of
travel Hijack cover,
Some of
the perils
covered Emergency dental relief,
are
Delay or loss of checked baggage,
Delay or cancellation of trip,
Loss of passport and documents,
Third party liability for property and personal damages etc.

Chapter 7
Householders insurance
A householders insurance policy only provides coverage on losses incurred

to the insureds property from hazards or events named in the policy. The
perils covered will be clearly spelt out
Householders insurance covers the house structure and its contents

against fire, riots, bursting of pipes, earthquakes etc. Apart from the
structure, it covers the contents against burglary, housebreaking, larceny
and theft
Methods of fixing the Sum Insured: Market Value (MV) and

Reinstatement Value (RIV)
Chapter 7
Shopkeepers insurance
Usually covers damage to the shop due to fire, earthquake, flooding or malicious
structure and contents damage; and burglary
can also include business

interruption protection.
will cover any lost income or
additional expenditure in the event
Shopkeepers of an unexpected claim Burglary and Housebreaking; Machinery
insurance Breakdown; Electronic Equipment and
coverage can be selected by the Appliances; Money Insurance; Baggage
insured depending on her / his
range of activities
Fixed Plate Glass and Sanitary Fittings covers
accidental loss of damage
Additional covers
Personal accident
Two methods of fixing the sum insured, viz. market
value and reinstatement / replacement value. Infidelity / Dishonesty of employees
For additional coverage like money, baggage,
personal accident the premium would depend on
the sum insured and the covers opted for Legal Liability
Chapter 7
Motor insurance
must be taken by whose vehicle is registered in her / his
Motor a vehicle owner name with the Regional Transport Authority
insurance in India
to take an insurance policy,
Mandatory for every owner of a to cover the amount, which the

vehicle plying on public roads, owner becomes legally liable
The Motor Vehicles Act, 1988 to pay as damages to third

A Certificate of Insurance must parties as a result of accidental
be carried in the vehicle as a death, bodily injury or damage
proof of such insurance to property
Chapter 7
Third-Party Insurance
Purchased by the insured (first party) Is called Liability

An insurance policy Insurance as well.
purchased for protection from an insurance company (second
against the legal actions of party) for protection against another
party's claims (third party) for liability
another party. arising out of the action of the insured
Two popular and important types of covers

Act [Liability] Only Policy: As per Motor Package Policy / Comprehensive Policy: (Own
Vehicles Act it is mandatory for any vehicle plying damage + Third party liability)
in public place to insure liabilities towards third
parties
Chapter 7
The sum insured of a vehicle in a Motor Policy Rating / premium calculation

depends on factors like the Insured's Declared
is referred to as Insured's Declared Value Value, cubic capacity, geographical zone, age
(I.D.V.). of the vehicle etc.
Chapter 8
Commercial Insurance
Intro: This chapter focuses on the various kinds of insurance products available for the commercial or
business enterprises or firms, who are engaged in or deal with various kinds of goods and services
Property / Fire Insurance

Small and Medium Enterprises [SMEs]
Types of commercial
enterprises Large Business Enterprises
The fire policy for commercial risks cov

Chapter 8
Exclusions
Perils that are covered by other

Losses due to excepted perils like policies in general insurance
Ionisation and Pollution and Machinery Business

War and war Nuclear perils radiation
contamination Breakdown, Interruption
like activities.
losses
Market Value or Declaration policy Floater policies

Reinstatement Value
Policies
Stocks stored in warehouse may be issued for stocks of
In the event of a loss, the can be covered by what in goods which are stored at
insurer would normally pay termed as a declaration policy various specified locations
the market value [which is the as such stocks are subject to under one sum insured.
depreciated value] fluctuation in quantity also called fire floater policies
Under Reinstatement Value as the sum insured floats
Policy however, the insurers over multiple locations
would pay cost of
replacement of the damaged
property by new property of
the same kind
Chapter 8
Business interruption insurance
Consequential Loss (CL) Policy [Business Interruption (BI)]
It provides indemnity for loss of what is termed as gross profit which includes Net Profit
plus Standing Charges along with the increased cost of working incurred by the insured to get
the business back to normalcy, as soon as possible to reduce the final loss

Chapter 8
Burglary insurance
Risks covered under

burglary insurance
Loss of property following actual forcible and Damage to insured property or premises by
violent entry into the premises or loss followed burglars. Property insured is covered only when
by actual, forcible and violent exit from the it is lost from the insured premises and not from
premises or hold up. any other premises
Rates of premium for burglary policy : depend upon the nature of insured property, the moral
hazard of the insured himself, construction and location of premises, safety measures (e.g. watchmen,
burglar alarm), previous claims experience etc.
Chapter 8
Money insurance
designed to cover the losses normally provides cover under

that may occur while cash, two sections
Money insurance policy cheques / postal orders / postal Transit section
stamps are being handled
Premises section
Premium is fixed depending on the insured, estimated total cash carrying liability of the company at any
one time, the mode of conveyance, distance involved, safety measures taken etc.
Chapter 8
Fidelity guarantee insurance
indemnifies employers against the financial loss suffered by them due to

Fidelity guarantee fraud or dishonesty of their employees by forgery, embezzlement,
insurance larceny, misappropriation and default
Types of Fidelity
Guarantee Policy
Floating policy or Positions policy Blanket policy

Individual policy Collective policy
floater
The rate of premium depends upon the type of business occupation, status of the employee, the
system of check and supervision
Chapter 8
Bankers indemnity insurance
Coverage under Bankers Indemnity Insurance
There are different variations to this policy based on the requirement of banker.
Money securities lost or damaged whilst within the premises due to fire, burglary, riot and strike.
Loss suffered due to any cause whatsoever including negligence of the employees, when the property is
carried outside the premises in the hands of authorized employees.
Forgery or alteration of cheques, drafts, fixed deposit receipts etc.
Dishonesty of employees with reference to money/securities or in respect of goods pledged.
Dispatches by registered post parcels.
Dishonesty of appraisers.
Money lost while in the hands of agents of the bank like Janata Agents, Chhoti Bachat Yojana Agents
The premium calculation is based on
Number of
Basic sum Additional sum Number of staff
insured branches
insured
Chapter 8
Jewelers Block Policy
Section I: Covers loss of or damage to property Section II: Covers loss or damage whilst the
whilst in the premises insured, as a result of fire, property insured is in the custody of the insured and
explosion, lightning burglary, house-breaking, theft, other specified persons.
hold-up, robbery, riot, strikes and malicious damage
and terrorism.
Jewelers block policy
Section III: Covers loss or damage whilst such Section IV: Provides cover for trade and office
property is in transit by registered parcel post, air furniture and fittings in the premises against the
freight etc. risks specified in Section I
Chapter 8
Engineering insurance
Types of engineering insurance policies

Contractors Plant & Erection All Risks Machinery Breakdown
Contractors All (EAR) Policy Policy (MB)
Machinery (CPM)
Risks (CAR) Policy
Policy
covers unforeseen and

suitable for sudden physical
contractors involved suitable for the damage by mechanical
designed to protect in construction principal or or electrical breakdown
the interests of business for covering contractors of a by any cause to the
contractors and all kinds project being erected insured property: While
principals engaged in of machinery like as the project is it is at work or at rest,
civil engineering cranes, excavators, exposed to various While being dismantled
projects from small from unforeseen and external risks during for cleaning or
buildings to massive sudden physical loss the construction overhauling, During
dams, buildings, or damage cleaning or overhauling
bridges, tunnels, etc. operations and during
reassembly thereafter,
When being shifted
within the premise
Chapter 8
Boiler and Pressure Plant Policy
covers boilers and pressure vessels, against:

damage, other than by fire, to the boilers and / or other pressure plant and to
surrounding property of the insured; and
legal liability of the insured on account of bodily injury to the person, or damage to
the property, of third parties, caused by explosion or collapse due to internal
pressures of such boiler and / or pressure plant
Machinery Loss of Profits (MLOP) Policy
suitable for industries where interruptions or delays as a result of machinery

breakdown or boiler explosion result in huge consequential losses
Deterioration of Stock Policy
suitable for the owner of the cold storage (individual or a cooperative society) or those
who take the cold storage on lease or hire for storage of perishable commodities
Chapter 8
Electronic Equipment Policy
is available to the owner, lessor or hirer, depending upon the responsibility or liability in
each case. It has usually three sections that cover various types of losses:
Section 1: Loss and damage to equipment
Section 2: Loss and damage to external data media like computer external hard disks
Section 3: Increased cost of working - to ensure continued data processing on
substitute equipment upto 12, 26, 40 or 52 weeks
Advance Loss of Profit Cover (ALOP) or Delay in Start-up Policy

(DSU)
covers financial consequences of a project being delayed because of accidental damages

during the project
Chapter 8
Industrial all risks insurance

Industrial all risks
insurance
provides indemnification against material provides cover for

damage and business interruption
Fire and specified perils as per fire

insurance practice,
Burglary (except larceny)
Machinery breakdown / boiler

explosion / electronic equipment
Business interruption following

operation of perils
Chapter 8
Marine insurance
Marine insurance is classified into two types: marine cargo and marine hull
provides indemnity in respect of loss of or

damage to goods during transit by rail,
road, sea, air or registered post, within the
country as well as abroad.
type of goods may range from diamonds

to household goods, bulk items like Inland Transit Clause
Marine Cargo Insurance cement, grains, over dimensional cargoes (ITC) A, B or C for inland
for projects etc. transit
Institute Cargo Clause

the terms and conditions applicable are (ICC) A, B, or C for
governed by either; voyage by sea
Institute Cargo (Air)

Clause A for transport by
air
Chapter 8
Different types of marine policies
Duty and increased value Delay in Start

Specific Policy Open Policy Open Cover insurance Up
done as per international

clauses applicable across
different countries covering a particular voyage:
Institute Voyage Clauses
Marine Hull insurance
covers essentially of two types:

covering a period of time:
usually one year, Institute
(Time) Clauses
Chapter 8
Liability policy
Compulsory Public Liability Policy
The Public Liability Insurance Act, 1991 imposes liability on no fault basis on those who handle
hazardous substances if a third party is injured or his property is damaged during the course of such
handling
Compensation payable
Fatal Accident
Permanent Total Disability
Permanent Partial Disability
Temporary Partial Disablement
Actual Medical Expenses
Actual damage to property up to

Chapter 8
Professional Liability Employees Compensation Insurance
provides indemnity to the insured in

provides insurance protection to
professional people against their legal respect of his legal liability to pay
liability to pay damages arising out of compensation to his employees who
negligence in the performance of their sustain personal injury by accident or
professional duties. disease arising out of and in the course
of his employment
available for doctors hospitals; also called Workmans Compensation

engineers, architects; chartered Insurance
accountants, financial consultants,
lawyers, insurance brokers
Chapter 9
Claims Procedure
Intro: This chapter we will discuss about the procedures and documents involved in claim process and for
disputed claims
Claims settlement process
Promptly settle claims of policyholders without differentiating size of claim or the legal
status of claimant
Claim
settlement Insurance officials should handle claims based on merit and do not reject the claim without
examining all the documents
Intimation or Notice of Loss

Loss should be intimated by the insured to the insurer immediately, which allow to
investigate a loss at its early stages
Investigation and assessment
On receipt of claim insurers should inve

Chapter 9
Claims Procedure
The insurance policy is in force on the date of occurrence of the loss or damage
On receipt of The loss or damage is caused by an insured peril
intimation of
loss or damage
insurers need to The property (subject matter of insurance) affected by the loss is the same as
insured under the policy
check
Notice of loss has been received without delay
Surveyors and Loss Assessors
They are experts in inspecting and evaluating

Surveyors are professionals licensed by IRDA losses in specific areas
Chapter 9
Claims Procedure
Contents of the claim form vary with each class of insurance

Claim
forms
Designed to get full information regarding the circumstances of the loss, such as
date of loss, time, cause of loss, extent of loss, etc
Loss Assessment & Claim settlement
Loss / claims assessment is the process of determining whether the loss suffered by the insured
is caused by the insured peril and there is no breach of warranty
Settlement of claims has to be based on considerations of fairness and equity

Chapter 9
Claims Procedure
Whether the loss is within the scope of

the policy
Whether the insured has complied with

policy conditions
Important
aspects to be Compliance with warranties
considered in
processing an
insurance claim Observance of utmost good faith by the The extent of the insureds insurable
proposer interest in the property affected
Duty to take measures to minimise the
loss. The value of salvage
The amount payable will also depend

upon Application of underinsurance
Application of contribution and

subrogation conditions
Chapter 9
Claims Procedure
Categories of claim
Non-Standard claims Condition of average On account payment
Standard claims
or average clause
Claims where the Imposes penalty for Usually happens if the

Claims which are insured may have underinsurance
clearly within the loss is large and the
committed a breach of completion of
terms and conditions condition or warranty
of the policy assessment may take
some time
Discharge vouchers Salvage Recoveries

Settlement of the claim is Refers to damaged After claim settlement, the
made only after obtaining a property. On payment of insurers, are entitled to the rights
discharge under the policy loss, the salvage belongs to and remedies of the insured and
insurers to recover the loss paid from a
third party
Chapter 9
Claims Procedure
Either due to delay in notice of loss or Non-disclosure of material facts
non-submission of documents by clients Lack of coverage
Disputes Loss caused by excluded perils
related to Most common reasons are Lack of adequate sum insured
claims
Breach of warranty
Disputes relating to question of liability Issues regarding quantum due to
are to be settled through litigation underinsurance, depreciation, etc.
It is a method of settling disputes arising out of contracts

Arbitration It is done in accordance with the provisions of the Arbitration and Conciliation Act, 1996
There is no arbitration condition in marine cargo policies
Other dispute resolution mechanisms

In case of claims under personal lines of business, a dissatisfied insured can approach the
ombudsman, the details of whose office are provided in the policy
Chapter 10
Customer Service
Intro: This chapter discusses the importance of customer service and the role of agent to provide customer
service.
Customer service General concepts
The goal of every enterprise should be to delight its customers
Five major indicators of service quality
Reliability Responsiveness Assurance Empathy Tangibles
Customer defined as the sum of economic benefits that can be derived from building a
lifetime value sound relationship with a customer over a long period of time
Chapter 10
Customer Service
Insurance agents role in providing great customer service

Agent role to provide service to the customer
Determine the amount of coverage [Sum Insured] to be bought

The Point of The role of an insurance agent should be more than mere sales person
Sale - Best
advice
Insurance agent needs to be a risk assessor, underwriter, risk management

counsellor, designer of customised solutions and a relationship builder who
thrives on building trust and long-term relationships
The proposal stage

Agent should explain and clarify to proposer the
Agent has to support the customer in filling out the details to be filled as answer to each of questions
proposal for insurance in the proposal form
Chapter 10
Customer Service
Policy renewal
Delivery of the policy Policy renewal

Cover note document
Non-life insurance policies have to
It is another major be renewed each year and the
It is the agents opportunity that an customer has a choice at the time
responsibility to agent gets to make of each renewal
ensure that the cover contact with the
note is issued by the Insurers issue a Renewal Notice
customer
company as a healthy business practice
Insurance agent need to ensure that the incident giving rise to the claim is
The claim immediately informed to the insurer an
stage
Insurance agent need to ensure that customer carefully follows all the formalities
and assists in all the investigations that may need to be done to assess the loss
Chapter 10
Customer Service
Grievance redressal
Reasons of sense of unfairness, a feeling of being cheated
service failure
hurt ego of being made to look and feel small
Word of mouth publicity (Good/Bad) has significant role in selling and servicing
Integrated Grievance Management System (IGMS)

Acts as a central repository of insurance grievance data and as a tool for monitoring grievance redress
in the industry
Passed to provide for better protection of the interest of consumers

The Consumer To make provision for the establishment of consumer councils and other
Protection Act, authorities for the settlement of consumers disputes
1986
The Act has been amended by the Consumer Protection (Amendment) Act,
2002.
Chapter 10
Customer Service
Means made available to potential users and includes the provision of facilities in
connection with banking, financing, insurance, transport, processing, supply of
electrical or other energy, board or lodging or both, housing construction,
entertainment, amusement or the purveying of news or other information
Service
It does not include the rendering of any service free of charge or under a contract of
personal service
Buys any goods for a consideration and includes any user of such goods
It does not include a person who obtains such goods for resale or for any
Consumer
commercial purpose
Hires or avails of any services for a consideration and includes beneficiary of such
services
Consumer Means a dispute where the person against whom a complaint has been made,
dispute denies and disputes the allegations contained in the complaint
Chapter 10
Customer Service
Consumer disputes categories
Consumer Delay in settlement of claims

disputes
redressal
agencies
Non-settlement of claims
District Forum Repudiation of claims

State Commission
National Commission
All the three agencies have
powers of a Civil Court Quantum of loss
Policy terms, conditions

Chapter 10
Customer Service
The Insurance By mutual agreement of the insured and the insurer can act as a mediator and
Ombudsman counsellor within the terms of reference
If insurance company had rejected the complaint

The complainant had not received any reply within one month after
receipt of the complaint by the insurer
Complaints
can be made The complainant is not satisfied with the reply given by the insurer
to the
Ombudsman The complaint is made within one year from the date of rejection by
the insurance company
The complaint is not pending in any Court or Consumer Forum or in
arbitration
Chapter 10
Customer Service
Communication process
Communication and customer relationships

It is both the service and the Every relationship begins with The second element of a
relationship experience that attraction relationship is ones
ultimately shapes how the presence being there when
customer would look at the needed
company
Communication process
Source Msg Encoding Msg Channel Msg Decoding Msg Receiver
Feedback
Context
Chapter 10
Customer Service
Non-verbal communication
Body language
Be on time always refers to movements, gestures, facial expressions,
confidence and trust
Present yourself Listening skills

appropriately
one needs to be aware about and cultivate are listening skills
Making a A warm, confident elements of active listening
great first and winning smile
impression Paying attention
Being open, Demonstrating that you are listening

confident and
positive Provide feedback
Not being judgemental

Interest in the
other person Responding appropriately
Empathetic listening
Chapter 10
Customer Service
Ethical behaviour
Ethical behaviour automatically leads to good governance
Unethical behaviour happens when the benefits of self are considered more important
than of the other
Placing best interests of the client above ones own direct or indirect benefits
characteristics
Holding in strictest confidence and considering as privileged, all business and
of ethical
personal information pertaining to clients affairs
behaviour
Making full and adequate disclosure of all facts to enable clients make informed
decisions
Chapter 11
Insurance Career Prospects
Intro: This chapter introduces career of an agent in the nonlife insurance industry & also a brief perspective
about this industry
Insurance agency as a career
Good salesman should have two basic qualities

Empathy Ego drives
Refers to the sales persons intense drive and

Ability to feel as the other person does in order effort to make the sale, not merely for the money to
to be able to sell him a product or service be gained, but because it gives a feeling of self
achievement
recognised by the society as a knowledgeable professional
Rewards of a
able to provide insurance solutions to problems of people is a matter of
career in non-life
immense social value that non-life insurance agents enjoy
insurance sales
social prestige that comes from being instrumental in financially helping out
people who are affected by a misfortune
Chapter 11
Different careers in insurance
Banking Regional
Company Rural Bank
Company Co-op.
formed under Society/Co-op.
Companies Bank
Act, 1956
Corporate Panchayat
Firm agent could be /Local
Authority
Chapter 11
Insurance brokers
brokers are insurance intermediaries representing the customer
broking firm requires a minimum amount of capital and its officers are required to undergo 100 hours
training and pass an examination
both agents & brokers are intermediaries who interact with the insurance company and the customer
Refers to the tie up between banks & insurers to distribute insurance

Bancassurance
products to their customer base
India has two broad bancassurance models

Referral model, where the bank supports
Bank becomes a corporate agent of an
the insurance company with the data base
insurer and taps its customer base to sell
while the sale of insurance products is done
insurance products
by the insurance company
Chapter 11
Branch Manager
Development Officer / Unit
Marketing Manager / Sales Manager
professionals
Sales trainer
Counsellor
Other career Marketing research

opportunities
Brand management
Other roles beyond Product development
marketing
Promotion
Underwriters
Chapter 11
Varied types of training

interventions
Process
Pre-recruitment Product training Sales training Soft skills
training training
training

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Chapter 1

Modern commercial insurance

History of insurance in India

The first life insurance company

The first Indian insurance company

IC-34 General Insurance

Nationalisation of non-life Malhotra Committee and IRDA

With the enactment of The passing of the

An asset may lose its value

Different approaches to risk management

One tries to Risk

Loss reduction measures:

Considerations of the cost of risk

Dont risk a lot for a little

IC-34 General Insurance

Role of insurance in economic development

Pooling of Resources Increased Creditworthiness

Policyholder Benefit Role of Sharing of Risk Expertise

Capital Protection Foreign Exchange

anything that confers some benefit and has an

the chance of a loss

Risk pooling mathematical principle that makes insurance possible

involves a contractual agreement in which the insurer

IC-34 General Insurance

Who is Affected Particular Risks

The condition or conditions which increase And thus impact(s)

a physical condition that increases the chance of

Moral hazard dishonesty or character defects in an individual

arises when certain features of the legal system

The insurer is able to assume risk and its financial impact

A sufficiently large number of homogenous [similar] exposure units

Loss produced by the risk must be definite and measurable

Loss must be fortuitous or accidental

Sharing of losses of the few by many

Insurance contract legal aspects

Insurance contract special features

Uberrima Fides or Utmost Good Faith

Material information is that information which enables the insurers to decide:

Whether they will accept the risk

the active and efficient cause that sets in motion a

Sale Insurance agents

sales persons who seek to get

sell a variety of insurance and financial

receive remuneration in the form of an

Marketing vs. selling

IC-34 General Insurance

Sales process steps

Selling non-life insurance

Need for non-life insurance products

In case of retail selling to individuals one must

IC-34 General Insurance

Insurance market development parameters

It is the absolute size of industry in terms of premiums

It is know as insurance penetration

It is of market development is know as density.

Importance of insurance regulations

Prime purpose of insurance regulation

to protect the policyholder